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Required Mathcad Maintenance

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Required Mathcad Maintenance

Personally, I have absolutely no need for a maintenance agreement with my purchase of Mathcad. This is one MAJOR reason that I have not upgraded. I HAVE TO pay the same price with our without maintenance, even though I do not consider it necessary. As long as this policy is in place, it is highly unlikely that I will purchase a newer release of Mathcad.

19 REPLIES 19

Re: Required Mathcad Maintenance

Does this really warrant a thread?

I HAVE TO pay the same price with our without maintenance, even though I do not consider it necessary.

Well why not take it if it costs the same?

Mike

Re: Required Mathcad Maintenance

Matthew,


We are including a year of maintenance with the purchase price of Mathcad 15 and Mathcad Prime 1.0, because we want all our customers to be on maintenance. Maintenance includes

  • access to the Knowledge Base
  • Learning Center content with Mathcad Prime 1.0,
  • upgrades to any maintenance (service) releases within the year
  • technical support
  • additional support and services not available for non-maintenance users.

Mona

Re: Required Mathcad Maintenance

Matthew,

Let me add my own perspective. I've been a heavy user of Mathcad since 1997. Things have changed greatly since then.

I had single-user licenses until June 2010, when I upgraded to Mathcad 15 and signed up for a node-locked license with annual maintenance.

The node-locked license with annual maintenance allows you to install Mathcad 15 and Mathcad Prime (currently Mathcad Prime 1.0) on a primary machine and a secondary (home) machine. I am currently using both licenses. The primary machine's license is permanent, but the home license will expire after a year if I fail to renew the annual maintenance. I am into my second year of annual maintenance.

PTC issues updates to Mathcad 15 and Mathcad Prime on a periodic basis. If I recall correctly, Mathcad 15 has had three service releases: F000, M050, and M010. I installed M010 a week ago.

Without annual maintenance, you cannot get the service releases. But more importantly, without annual maintenance you have no standing with PTC (that's how I put it -- PTC is not so blunt). If you have any kind of problem, you cannot get support for it.

And I myself have had license file problems. Without paid-up annual maintenance, I could not have gotten any help.

By the way, this forum is certainly a place to complain about licensing issues, but it is not the place to resolve licensing issues. PTC's licensing department is the place, the only place. But if you do not have paid-up annual maintenance, good luck getting in touch with them.

A final note about Mathcad Prime: PTC's vision is that this new product is the future of Mathcad. It behooves anyone who is committed to using Mathcad over the long term (I myself am) to download and work with the new releases of Mathcad Prime as they come out. You get those, too, with annual maintenance.

Roger Mansfield

Re: Required Mathcad Maintenance

I, too, have been using Mathcad since the mid-90's or so.

In my experience, I have never had a problem that was so bad that I had to install a service pack to resolve it. Never. Perhaps that speaks to the quality that Mathcad has had over the years, which has, in general been very good.

However, that means that I have had no need for maintenance. Therefore, being forced to buy something that I do not need is something that I find unacceptable. Sorry, that's me. I don't need it. I don't want it, and unless there is a price drop without it, I won't buy.

I appreciate that PTC wants people to be on maintenance. However, I do see that as PTC forcing people who may not otherwise need this agreement to "contribute" to PTC when they otherwise would not. In otherwords, I see this as PTC requiring that I contribute to their revenue stream even though I get no added value.

Also, my primary use of Mathcad has been symbolic math. From what I understand, "Prime" elminates this functionality. I've seen this kind of thing before. Features are removed, and the product is billed as "better." Sorry, for me, symbolics is a must; without it, Mathcad is not of much use to me.

Finally, over the years I have had maybe one or two useage questions. These have always been answered by people in the collaboratory or other forums. So, with kind people answering useage questions, is there a need for maintenance?

Long story short, if the program crashes, then yes, a service pack is needed - though I can see where some users might encounter problems that are far less severe, however, they would like it to work right. But for me, my arm is twisted to buy what I don't want with no discount when I choose not to buy.

So, if PTC refuses to listen to me, that is their choice. I certainly do not consider that good customer relations, and it will likely result in them losing me as a customer.

Re: Required Mathcad Maintenance

Matthew,


Mathcad Prime 1.0 does not have symbolics and some other features that are in Mathcad 15, because we are developing the new interface for the Mathcad Prime series.

Mathcad Prime 2.0 will include:

  • symbolics
  • 3D plots
  • collapsible areas
  • Excel component
  • leveraging of 64-bit computer
  • multi-threading
  • new solvers
  • some other features in development.

The new features are being alpha tested now.

Mona

Re: Required Mathcad Maintenance

Sorry, but I don't get it. Many software packages come with maintenance for the first year. It's really no different to buying, for example, a new computer that comes with a one year warranty. You can't tell the computer manufacturer that you don't need the warranty, so please remove it and lower the price. It's an integral part of the product. If you want an extended warranty, that is not part of the product, and you can either buy it or not. The same is true for maintenance after the first year.

Re: Required Mathcad Maintenance

That makes two of us that do not get it.

What is the point of having an ordering option - buy Mathcad without maintenance - as at the very bottom of this web page - only to offer the option of buying the package without maintenance yet at the same price as with maintenace? Here is the "buy mathcad without maintenace" link itself. What is the point if you get the same package without maintenace for the same price? Why would anyone buy it "without maintenance" if there is no reduction in cost?

It that just there to tease those of us who are long-time Mathcad users who never need maintenance support so that we assume that we would get it for a reduced price only to find out when we get to the page that it is the same cost with or without maintenance?

IMHO, there are always a class of users of virtually any product who do not need maintenance and, as such, find no value in paying a premium price for something we will never use, but, IMHO, it is a slap in the face to that class of users to offer a "buy it without maintenance but pay for maintenance" link.

Perhaps I should ask this - beyond installing the latest service pack because the latest service pack is on the PTC web site, have you ever really needed maintenance? Has Mathcad ever crashed on you in a consistent manner that you could always reproduce? Have you ever had a useage question that only first or second line PTC support has been able to answer?

If your answer is no, then maybe you are beginning to understand what I am getting at.

Mathcad never required a maintenace contract for earlier relases. I do not need an upgrade with every service pack. In fact, I've been upgrading perhaps every two or three major releases. With a maintenace contract, I will pay more to continue to upgrade every few major releases because in order to get the release, I have to buy maintenace, or pay for maintenance, but not get it.

My apologies, here, for my strong opinons. As I see it, the bottom line is I do not need maintenance support, and I doubt I ever will; furthermore, I think it deceptive to offer it without maintenance but at the same price as with maintenance.

Re: Required Mathcad Maintenance

Thanks. I appreciate the info.

Re: Required Mathcad Maintenance

I agree that it's insulting to offer to sell the product without the warranty without a price reduction.

Caveat Emptor!

It would be interesting to see of the courts agreed that it was possible (and legal) to pay the same price for a prooduct without a warranty as a product with the warranty and then be denied the benefits of the warranty.